On 4 August
My Nokia 6131 screen went for a six. Story as follows:
7 August
Go to Nokia Care Samvrudhi Technologies (ST)at 4.30PM
Huge disorganised crowd - speak to some girl - "Have you given name , saar"?
"No"
"We don't take walk-in customers after 4"
"Do I have to fly in?"
Go home and speak to Nokia Care who say no such thing and tell me to call them if an issue occurs
8th August
Go early afternoon to ST- battle the madding crowd. You have to give your name. No signs, no directions on process. Even the old jaded Canara Bank do better. Two counters manned, two women chat and look around. After 30 min, name called, form filled, etc.
"It will take 4 days, we will call you"
Form gives numbers and commits to repair within a week subject to parts availability.
12th August
Phone ST - either engaged or no one picks up
14th August
I have the day off, I pop in. Girl takes sheet goes in and returns
"Two more days"
Meanwhile, I fly off for the long weekend
August 20th
I pop in. Same girl takes sheet goes in and returns
"Two more days"
I call Nokia Care Line and report this. They give me a complaint number and advise me to call after two days
August 22nd
Call again - meanwhile battery issue has started so you need to listen to five min aboutr battery issue.
"Not heard from them, sir, call in 24 hours!"
August 24th
Call again - to listen to five min about battery issue.
"The care centre said enquire after one week "
I politely hammer at them
" You are suppoed to resolve my problem, not prolong it"
"Sir, I understand, blah, blah, -We are only a call centre"
"What is the point of talking to you ?"
"We cannot do anything else, sir!"
This goes on, and on
5th Sept
Call helpline
5 min about battery etc....operator, details etc.
"Have you called ST?"
"No, phones not answered or engaged"
"Why don't you call in on them? "
I rail about the time wasted and you should be helping me
Am then given a mobile number of ST, if no joy, to call them back
Beleive it or not - it is never answered
Back to Nokia Care line
5 min about batteries, then give my details again blah blah
"Can't get through!"
"Then go there (to ST)"
I burst a vein and hammer at them
I demand to speak to a supervisor
"Not allowed"
Name and address of a person to escalate
"Go to the website"
I have already done this and no acknowledgement or action
"Is there anything else? "
"Could you advise me on whether to buy a Sony Ericsson or Motorola? You folks have shown no empathy, no concern, no customer orientation to encourage me to keep your custom"
"hmmmm" (bored tone)
I really let them have it without going into f's and b's - I work in an open office.
3.30PM
walk in to ST
Quite a few angry folks out there!!!
Girl takes sheet goes in and returns. Comes out with various peoples stuff but not mine
Returns after two cycles with the most honest statement ever
"Pending"
I then tell her to return my phone
So here I am with a dud phone. I borrowed my mothers phone for over a month.
My admin says she can get someone to sort it out but I am not optimistic
So it looks like a cheap interim phone or a Sony Ericsson or Motorola
For the heck of it, I ring the call centre and tell them the phone is pending but omit fact that I have collected it. Let them go into a spin